Super.com - Automated Customer Experience / AI Quality Specialist

• CAN - Tier 1CA$61K – CA$79K • CAN - Tier 2CA$59K – CA$76K • Tier 1: • Greater Toronto Area (City of Toronto, York Region, Durham Region, Peel Region, Halton Region) • Metro Vancouver (City of Vancouver, North Shore, Burnaby, New Westminster, Tri-Cities, Fraser Valley Edge, South of the Fraser River, and Richmond) • Tier 2: • All other Regions and Municipalities • As a remote-first organization we use benchmarking data reflective of your geographical areas to ensure our compensation package is competitive based on where you reside. Your TA partner will confirm which range applies to your location as part of the hiring process. • Automated Customer Experience / AI Quality Specialist • Super.com • We started Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized. • We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career, and our aim is to supercharge it through the people, the work, and the programs that fuel who we are. • Our mission is to make customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our success. • In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels. You will review customer interactions at scale to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior. • You’ll work closely with Operations, Product, Engineering, and AI partners to ensure our AI Agents are resolving customer issues accurately, confidently, and consistently while protecting customer trust and driving CSAT improvements. • This is a unique opportunity to help define how AI Quality Assurance operates within Customer Support and directly influence the future of AI-powered customer experiences at Super.com. • This role is part of the newly formalized Automated Customer Experience (ACX) Team focused solely on the design, quality, performance, and optimization of our AI Agents. We believe Super.com Customer Support is positioned to lead the industry curve in AI Agent support coverage and capabilities. • This team works closely across multiple Operations sub-functions — including Business Operations, Technical Account Management, Engineering, QA, and Customer Experience teams. • What you’ll be working on: • Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality. • Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis. • Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents. • Analyse AI interactions to identify key business and customer insights. • Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior. • Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels. • Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan. • Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits. • Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources. • Investing in You • At Super.com, we are proud to leverage cutting-edge artificial intelligence (AI) technology to make our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent efficiently while promoting fairness and consistency for every applicant.